Title: Participate in continuous quality improvement programs and patient safety activities.
Course: Pharmacy Technician II (14152-II) > Section: Participating in the Administration and Management of Pharmacy Practice

Participation should include

- establishing that patient safety is always first
- participating in internal audits (e.g., regarding medication misadventures, delivery, and processes)
- reviewing technology available to enhance patient safety
- keeping current with state and federal regulations that pertain to quality assurance
- keeping current with the FDA MedWatch program and other documentation of adverse events
- completing medication misadventure reports, as needed
- administering customer satisfaction surveys
- reviewing other methods of enhancing customer satisfaction
- identifying areas at high risk for misadventures (e.g., nosocomial infections, age-related errors [pediatrics and elderly])
- encouraging patients to ask questions before they leave a doctor's office
- advising patients to keep copies of their health records.

See PTCB 3.4, 5.1 (https://www.ptcb.org/lib24watch/files/pdf/169).

See ASHP 4.2, 4.4, 4.8 (https://www.ashp.org/-/media/assets/professional-development/technician-program-accreditation/docs/ashp-acpe-pharmacy-technician-accreditation-standard-2018.ashx?la=en&hash=36EAA6511105A6C6BFEA4F30E193892F19E2C385).

Process/Skill Questions:

- How can information from reports help to enhance patient safety?
- What are the steps for creating a customer satisfaction survey? What elements should a survey contain?
- What practices can be used to ensure or enhance customer satisfaction and patient safety?
- How do state regulations help to enhance patient safety?
- How can documentation of adverse events help to improve patient safety?
- What is MedWatch, and what is its purpose?
- What is the process for reporting adverse reactions to the MedWatch program?
- What is considered a medication misadventure?
- What is an audit?
- How is patient safety maintained?
- What technology is available for reviewing patient records to maintain patient safety?
- Where are state and federal regulations pertaining to patient safety/quality assurance posted/updated?